Senior Director, Customer Experience & Safety Operations

About the Company

Suno is the fastest growing consumer entertainment company and the leader in AI music. We are building the world's first creative entertainment platform, where the entire world can feel the joy and fulfilment of making music.

Responsibilities

• Lead Customer Experience and grow a world-class team at an AI-native music company
• Ensure the CX organization is AI-native, utilizing a mix of vendors, internal channels, and automation
• Own the feedback loop between customers and product teams to inform the roadmap
• Build and grow community presence across platforms like Reddit and Discord
• Maintain a best-in-class Knowledge Base to scale self-service
• Define and build Trust & Safety operations from the ground up in partnership with product, engineering, and legal
• Manage operational responses to user reports, appeals, and legal requests
• Manage ground truthing and data annotation efforts for Trust and Safety workflows

Requirements

• 12+ years in operations, strategy, or customer-facing functions
• Proven experience building support, T&S, or customer operations from 0-to-1
• Strong analytical skills with experience in SLAs and reporting frameworks
• Experience with AI-native or AI-augmented support tooling and workflow design
• Background in consumer technology, UGC, creator, or music/entertainment platforms
• Experience with vendor and BPO management at scale
• Ability to work from the NYC office 5 days a week

Preferred Qualifications

• Experience formally running a support organization
• Experience scaling community as a growth channel
• Platform responsibility or policy-adjacent operations experience
• Consulting or strategy firm background (e.g., McKinsey, Accenture)